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服務職能所扮演的角色 = The Role of Service Com...

國立高雄大學經營管理研究所

服務職能所扮演的角色 = The Role of Service Competencies : 促進一線人員與顧客之間的關係; Promoting the Relationship between Frontline Employees and Customers

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	The Role of Service Competencies
副題名:	促進一線人員與顧客之間的關係
作者:	王元宏,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2014[民103]
面頁冊數:	47葉圖,表 : 30公分;
標題:	一線人員
標題:	frontline employees
電子資源:	https://hdl.handle.net/11296/v65cr9
附註:	參考書目：葉29-37
摘要註:	在服務業中，服務人員藉由增加顧客的利益和減少顧客成本來提升顧客的承諾，而且也藉由促進買賣雙方之間互動來影響其信任。在關係行銷理論中，信任和承諾通常是一起出現且密不可分。研究學者表示，一線人員的職能在長期交易關係的形成與維持之實踐上，扮演著重要的角色。本研究的主要目的為一線人員的服務職能如何藉由信任而影響顧客對一線員的承諾來進行探討。採用193位來自台灣購買手機的顧客藉此作問卷調查，並且本實證研究利用部分最小平方法來分析資料。此研究理論貢獻為提供一線人員所展現的服務職能如何在銷售過程期間中，藉由顧客所產生的信任而建立起與顧客的承諾關係之可行性。在實踐上，研究結果或許能為雇主提供建議來幫忙招募或訓練擁有重要服務職能的一線人員，透過適當合宜所獲得的銷售機會來建立起顧客的信任和承諾，為組織帶來利潤極大化的效益。 Within the service industry, the serviceperson enhances customer commitment by increasing customer benefits and decreasing customer costs, but is also influenced by trust that promote the interactions between buyer-seller. In the theory of relationship marketing, trust and commitment usually appear in a pair and are inseparable. Researchers indicated that frontline employees (FLEs) competencies play an important role to practices in the formation and maintenance of long-term transactional relationships. The main purpose of this study is to investigate how FLEs' service competencies will influence customers' commitment by exploring the role of trust between FLEs' service competencies and customers' commitment. Using survey data from 193 participants recruited from the customers purchasing the cell phone in Taiwan, and this empirical study utilized the Partial Least Squares (PLS) techniques to analyze the data. The theoretical contribution of this study is to offer an explanation how FLEs demonstrate service competencies to build committed relationship with customers by generating trust during the selling process. In practice, the findings of this research provide suggestions for employers to recruit or train FLEs with the crucial service competencies to maximize profits through better or return sales opportunities.

服務職能所扮演的角色 = The Role of Service Competencies : 促進一線人員與顧客之間的關係; Promoting the Relationship between Frontline Employees and Customers
王, 元宏

服務職能所扮演的角色 = The Role of Service Competencies : 促進一線人員與顧客之間的關係 / 王元宏撰 - [高雄市] : 撰者, 2014[民103]. - 47葉 ; 圖,表 ; 30公分.
參考書目：葉29-37.
一線人員frontline employees

服務職能所扮演的角色 = The Role of Service Competencies : 促進一線人員與顧客之間的關係; Promoting the Relationship between Frontline Employees and Customers
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